Job details

Description

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At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.

Company Culture is at Our Core

If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongs. Everything we do is in the best interest of all of us.

What WE Believe

Our Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.

Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life’s moments and milestones.

Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.

Company Perks: Quick Reference

• Competitive compensation with career growth opportunities, job security, annual increases and bonus potential
• Nationally recognized 401K with up to 10% company match that helps you prepare for your future
• A multitude of benefits and incentives to stay mentally and physically healthy
• Associate Tuition Assistance – WE may help cover the cost for your continuing education courses or degree
• Affordable cost sharing arrangement for three different medical plans, dental plan and vision plan
• 11 paid holidays and plenty of paid time off for life, vacations, staycations, and rest
• WE commit to providing a healthy work/life balance – to support all the other parts of life that are important to you
• WE cover visits to our confidential Employee Assistant Program for many difficult situations that life may throw your way
• With faM1ly always in our forefront, we offer Paid Parental Leave (for both mothers and fathers) to help support your time off to bond with your new child
• Make an impact through volunteering with one of our local charities or enjoy networking with our members at a local community event
• WE provide a strong commitment to our associates with our dedication to providing professional development, leadership training & coaching opportunities
• Opportunities to plan events, enhance recognition programs, network, and connect with other associates (both virtually and in-person) by joining or leading one of our four established Associate Resources Groups (ARGs)
• Women in Leadership
• Diversity, Inclusion and Belonging
• Care Connections
• PEER (Peer Experience, Engagement and Recognition)
• Mandatory fun? Yes, please. Enjoy team building, special events, and our faM1ly atmosphere
• Join a company that grows with you – personally and professionally

This is an on-site position at our Headquarters building in Enola, PA with the potential to work in a hybrid capacity after 6 months of employment. 

The Customer Service Representative provides accurate and efficient member service to assure high levels of member satisfaction and accurate record keeping of member accounts through telephone requests. The role will process various routine member interactions. Including but not limited to:

• Processing financial transactions and providing members with account information. Assisting with troubleshooting mobile banking issues.
• Contributing to sales goal attainment for department and organization goals, primarily by identifying and educating members on product and service needs through meaningful conversations.
• Providing members with unparalleled experiences.
• Assisting with meeting departmental goals along with individual performance metrics.

The Customer Service Representative will have the opportunity to obtain additional credentials as follows:

Cards - Assist members with card specific needs, perform card maintenance and transactions within the card application, receive and submit card disputes for further investigation.

Fraud - Assist members with fraud inquiries, recognize and report fraudulent activity, perform maintenance within accounts to reduce and limit exposure to fraud and handle escalated member interactions to determine proper account handling for compromised or suspicious accounts. Ability to successfully recognize and identify fraudulent activity and use effective loss mitigation.

Mentor - Mentor new hires during the onboarding process, assist peers with account specific inquiries and escalated member concerns, provide feedback to associates and educate them on procedures and internal resources.

EDUCATION:

• General and business knowledge equivalent to a high school diploma

EXPERIENCE:

• 0-1 years of related experience

SKILLS:

• Ability to successfully recognize and offer sales opportunities
• Attention to detail and accuracy
• Excellent communication and interpersonal skills
• Familiarity with PCs and applicable software
• Thorough knowledge of credit union products, services, policies and procedures

COMPETENCIES:

• Effective knowledge
• Accountability and self-management
• Teamwork and leadership
• Communication
• Innovation and problem-solving

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

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